Salesforce Salesforce-Contact-Center Exam Dumps
Salesforce Contact Center Accredited Professional Exam
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Salesforce Salesforce-Contact-Center Sample Questions
Question # 1Your scenario involves routing calls based on language spoken. Which feature facilitatesthis?
A. Custom Apex code defining language detection and routing logic.
B. Omni-Channel routing with skill mapping based on agent language proficiency.
C. Phone Numbers configured with specific languages and automatic call routing.
D. Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
Question # 2
The release plan includes automated regression testing. What is the primary benefit of thisapproach?
A. Identifying new functionalities and features introduced during development.
B. Ensuring existing functionalities and integrations continue to function properly afterupdates.
C. Reducing manual testing efforts and streamlining the release process.
D. All of the above, offering comprehensive validation and optimizing release efficiency.
Question # 3
The customer expects high data volumes and complex reporting needs. Which solutionsupports scalability and advanced analysis?
A. Utilize standard Salesforce Reports and Dashboards for basic data visualization.
B. Implement Einstein Analytics for AI-powered insights and predictive analysis.
C. Leverage external data warehouse solutions for data storage and complex queries.
D. Both (b) and (c) combined for data storage, advanced analysis, and visual dataexploration.
Question # 4
Your deployment involves introducing a new agent performance dashboard. Which cutoverrequirement helps ensure user adoption and understanding?
A. Providing comprehensive training on the dashboard features and metrics for agents.
B. Making the dashboard easily accessible and readily available within the agent interface.
C. Customizing the dashboard layout and visualizations to align with agent preferences andneeds.
D. All of the above, contributing to a positive user experience and encouraging agents toleverage the new dashboard.
Question # 5
You need to validate the accuracy of dynamic data merging in email templates. Whichoption provides the best verification method?
A. Sending test emails with sample data sets and manually checking for merge fieldaccuracy.
B. Utilizing pre-configured Salesforce test cases for email merge field functionality.
C. Reviewing email delivery logs and checking for errors or missing data in merged fields.
D. Implementing Apex triggers to validate data integrity before triggering email sendingactions.
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